Food 232 Final Exam

Foodborne Illness 1. Any disease carried to h___ by food 2. 3 main causes: m____ (bacteria), p___ contamination, c____ - Includes allergens - Does spoiled mean unsafe? not always 3. At risk population: y___, o____, people that are i_____ 4. CDC (centers for disease control) tracks f____ illness 5. Outbreaks: t__ or more cases of similar illness traced to the same food

1. humans 2. microbial, physical, chemical 3. young, old, immunocompromised 4. foodborne 5. two

Pros of Branding 1. Brands increase s___ & p___ 2. Brands build customer a____ & your quality i___ Cons of Branding 1. Brands cost m____ 2. Brands have set p__ structures & r___ to follow 3. Brands can lose p___ The Future of Brands 1. Brands have a brighter future than single unit ops bc of a___, b___ food purchases, set p____, pre-designed m____ & f___

1. sales, profits 2. awareness, image 1. more 2. price, rules 3. popularity 1. ads, bulk, policies, menus, facilities

Types of Menus 1. Set Menu: S__ items offered daily 2. Cyclical Menu: Items offered based on a p__ schedule 3. Single Use Menu: b___, s___ 4. A la carte Menu: Pay for everything s___ 5. Prix Fixe (Table d'hote) Menu: meal b___ or d___ *Combination of all types is best

1. same 2. predetermined 3. banquets, specials 4. separately 5. bundles or deals

Morning or Night Maintenance- operational cleanliness program 1. A s____ menu of cleaning tasks devoted to general ops; doesn't change; the same each day 2. Need specific t__ employees on how to c___ properly 3. Need their own t__ for the job 4. Need a l__ of duties prioritized by g___ or o___ impact 5. What type of duties are done daily? P___, m___, etc. 6. Advantages: no i___ of employees, always going to be a w___ if a theft 7. Disadvantages: Hard to s____, t___, not to s___ on job

1. set 2. trained, clean 3. tools 4. list, guest, operational 5. polishing, mopping 6. interferences, witness 7. staff, trust, sleep

Purchasing Methods *Ethics: (always an issue if money is involved) the r__ of your actions, what comes around goes around - don't accept gifts that obligate you, v___ added services can be considered 1. I____/O___ market: check price sheets from multiple vendors each week and buy from the cheapest 2. Formal C_____ bid: send foods specs to many vendors, they submit bids, you contract w/ the best overall bid/price etc. for a specific product for a set period of time 3. Prime V____: s___ market supplier, select one main vendor to supply the majority (70-80%) of your needs, develop a relationship and lower prices, includes chemicals, paper, supplies as well as most food overall, still buy some food from local suppliers

*rightness, value 1. informal/open 2. competitive 3. vendor, secondary

1. 3-bay sink setup - 1st sink: Hot soapy water; ___ -___ degrees - 2nd sink: W___ water rinse; s__ & f___ residue limits the effect of s___ - 3rd sink: warm water; ___- ___ degrees w/ c___ sanitizer for ___ min or __ degree water for __ min * c___, i____, q____ ammonium (most commonly used) *If there's a 4th sink use it b___ the wash sink as a pre-s____ 2. A___ dry to keep it s____; towels have b____

1. - 110-140 - warm, soap, food, sanitizer - 75-110, chemical, 1, 170, 1 * chlorine, iodine, quaternary * before, presoak 2. air, sanitized, bacteria

Directing - mgmt functions 1. Most managers believe that this is their job - Very c____ management 2. Managing means: making d___ with what you h__, making things come out the b___ you can, h___ day to day 3. Leading means: leaders create p____ 4. Guiding; moving in a___ of others, forging a___, very t__ 5. Management: accomplishing o___ objective through the w___ cooperation of others - requires leading & managing

1. - classical 2. do, have, best, handling 3. policies 4. advance, ahead, tqm, total quality management 5. organizational, willing

Food Production Systems 1. Conventional - Food prepared: at same t__ and p___ served - Advantages of this production system: c___, f____, reduced risk for f___ illness, greater f___ - Disadvantages of this production system: s__ issues, long s____, less c___ storage, reduced q__ and s___ needs, peaks and valleys of p___, increased s__ demand

1. - time and place - customizeable, fresh, food bourne, flexibility - supervision, schedules, cold, quality, storage, production, skill

Full Selective Menu ex. Cheesecake factory 1. __ or more choices per category 2. Many c__, lots of i____ but l__ Semi-Selective Menu 1. __ or more choices in some categories ex. 2 entree choices but no choice of salad or vegetable Non-Selective Menu 1. __ choice in some categories 2. usually l___ write in substitutes (not on menu but secretly there) 3. Good choice when there is a limited b___ (or one at all)

1. 2 2. choices, ingredients, lengthy Semi 1. 1 Non 1. 1 2. limited 3. budget

Small Batch Method 1. Less than __ portions 2. Not able to be c___ because some ingredients don't double or triple well 3. Make original batch s____ and t___ for taste & nutrition 4. D___ & t___ again 5. D___ & t___ again until you have a q__ batch size

1. 20 2. converted 3. size, test 4. double, test 5. double, test, quality

Recipe Conversion 1. Quantity recipes: ___ or more portions - any smaller yields are considered a s____ recipe (can't standardize) Factor Method 1. Factor = amount w____ / amount m___ 2. M___ factors times individual i__ amounts 3. Use w__ if possible - more accurate *3t = 1T *2T = 1oz *8oz = 1C *2C = 1 Pt (Pint) *32oz = 1qt *1qt = 2pt *4C = 1qt *16oz = 1lb

1. 20 - small batch 1. wanted / makes 2. multiply, ingredients 3. weight

Conditions for Microbial Growth FATTOM 1. F___ 2. A___: neutral ph (4.2-7.5) 3. T___: 4 hrs cumulative 4. T___: 41-135 degrees F (danger zone), 70-120 degrees ideal for bacteria 5. O___: anorobic, aerobic, birobic 6. M____: Yes, no maybe (.97-.99 for bacteria)

1. Food, 2. Acidity 3. Time 4. Temperature 5. Oxygen 6. Moisture

Is there more Foodborne Ilness? 1. N____, E__, S___, S___, H___ A - Must be reported to H__ Dept 2. What foods are usually involved? TCS = T____ - P__ rich, m___, neutral p____ - Potentially h__ foods (TCS) *HIV (AIDS) IS NOT A FOODBORNE ILLNESS

1. Norovirus, e. coli, salmonellae, shigella, hepatitis - health 2. Time/ Temp control for safety - protein, moist, ph - hazardous

Green Design 1. The use of s__ principles that minimizes the use of n___ resources & prevent environmental d___ 2. Hanover Sustainable principles: - Insist on rights of h____: recognize interdependence & the relationship b/w spirit & matter - Accept r___ for the fact that nature coexists consequences & limitiations of design - Seek constant i___ by sharing of knowledge - create s___ objects of long term value & eliminate w___ - rely on n__ energy flows

1. Sustainable, nonrenewable, degradation 2. - humanity - responsibility - improvement - safe, waste - natural

Interviewing 1. Illegal questions: questions not related to the candidate's a__ to perform the j____ 2. Open ended questions: the candidate should do 70-80% of the t___ so use a lot of them 3. Close ended questions: are used to c___ their responses with s__ answers Orientation 1. Sets the e____ 2.Conducted properly: the right s____ (supplies, no interruptions) and the right p____

1. ability, job 2. talking 3. clarify, specific 1. expectation 2. setting, person

McClelland - Motivational Theories 1. A__ motivation theory 2. People have 3 major categories of needs: - p___ - a____ - a ___ - interrelating with others 3. People try to s__ all 3 categories through their e___ - need levels vary by category

1. achievement 2. - power - achievement - affiliation 3. satisfy, efforts

Why be environmentally responsible - 4 reasons 1. Purely a___: doing things simply bc it's right 2. N__ publicity 3. P___ publicity: engage reduce, reuse, recycle programs, employees involved, positive PR 4. Saving m___-every resource you use must be paid for: water costs in & out, electric & gas charged by use also,

1. altruistic 2. negative 3. positive 4. money

Training (OTJ- on the job training) 1. Reduces new employee a__ & f___ 2. Reduces t___ to achieve competence 3. Reduces new employee d__ on operation 4. Reduces new employee m____ 5. Reduces current employee f____ 6. Reduces g___ impacts Three ways people learn 1. R___ or l____: least effective but provides foundation 2. W__ someone do it (w/narration): better bc can link actions w/instructions 3. D___ themselves: the best buy they must do it

1. anxiety, frustration 2. time 3. drag 4. mistakes 5. frustration 6. guest 1. reading, listening 2. watching 3. doing it

BIG 5 1. Purchase from a___ suppliers 2. Keep food out of d___ 3. Wash h__ frequently 4. Sanitize u___ and work s____ 5. Restrict/exclude i___ workers - V___, d___, j____ - Foodborne illness: s___, s____, e____, h___ A, n____ - must be reported to health dept

1. approved 2. danger zone 3. hands 4. utensils, surfaces 5/ ill - vomiting, diarrhea, jaundice - salmonella, shigella, e. coli, hepatits, norovirus

Foodservice Product - Moments of Truth 1. Anytime a person comes into contact with any a__ of your business, no matter how remote & can form an i___

1. aspect, impression

The Future 1. Pre-prepared foods: a___/s____ (particulary in healthcare bc they're cutting labor) 2. C___ and ready prepared opertations 3. Increased c__ for decreasing money: grocery convenience foods and cultural changes 4. A___ populations and e___ flavors 5. B___, c____, s____ 6. The v__ meal: a meal deal 7. Home meal r__ and laws/regulations: ingredient and nutrition labeling 8. O___, free-range, s___, l__ _sourced

1. assembly/serve 2. commissary 3. competition 4. aging, ethnic 5. branding, contracting, satelliting 6. value 7. replacement 8. organic, sustainable, locally

Advertising - marketing activity 1. The action of calling a____ to your product/service ex. posters, ads, reader boards, buttons Publicity/PR - marketing activity 1. Acts designed to gain public i___ ex. charity events, recycling efforts ex. Tomatomania: a greenhouse hosted event to showcase 83 varieties of tomatoes, people tasted, selected, then entered for a door prize (giving contact info), entered through the greenhouse, exited through the boutique/gift shop

1. attention 1. interest

Organizing - mgmt functions 1. A structure of a___ & r____ that show you who gets what done 2. Formal organization: h__ structure, a__ & r___ to give demands 3. Types of authority: - linear/ line: f__ org - staff: f__ & i____ org - provide e___ advise but don't have to listen - functional: a s___ person with a___ over a particular area, task, responsibility or function ex. corporate purchasing manager

1. authority, relationships 2. hierarchy, authority, right 3. - formal - formal, informal, expert - staff, authority

Types of Foodborne Illness 1. Infection: Live b___ food makes you ill ex. listeria, salmonellae - to prevent: good personal h____ & proper f___ 2. Intoxication: bacteria produce a t__ into food and the t___ make you ill ex. staph, botulism, bacillus - to prevent: t___ & t____ control & good h____ 3. Toxicoinfection: live p___ ingested, produce a t__ in the digestive tract that makes you ill

1. bacteria - hygiene, food handling 2. toxin, toxins - time, temp, hygiene 3. pathogens, toxin

Menu Constraints 1. B____: food, labor, equipment 2. E__ and f____: support systems 3. P___: skill and numbers 4. Food a____ 5. S___ style/ t___

1. bugetary 2. equipment and facility 3. personnel 4. availability 5. service/theme

Centralized Tray Assembly 1. Food items are portioned at c___ location: allows increased q__ & order a___ & held at t___ while being transported to g____ 2. Guests are c___, c___, Decentralized Tray Assembly 1. Food is cooked c___, delivered to r___ service locations to be r___ & p____ 2. Best in h__ campus, o___ buildings: when the guests are spread g__ into groups & eat at set m___ times

1. centralized, quality, accuracy, temps, guests 2. close, concentrated 1. centrally, remote, reheated, portioned 2. healthcare, office, geographically, meal

Communication (Referent) 1. Effective leaders spend 70-80% of their time c____ - talking & listening 2. Communication is the constant development of u___ among & between people Ethics 1. Your decisions must be f____ 2. Your decisions must be c___ 3. Your decisions must take into a____ 4. Do unto others what is "r____" whether that's the way you've been treated or not 5. Type 1 ethics: Ethics of t___ 6. Type 2 ethics: Ethics of a__ *90% nonverbal communication

1. communication 2. understanding 1. fair 2. consistent 3. account 4. right 5. thought 6. action

Market Research 1. Competitive Analysis/ Best Practices: visit the c____, see who p____ them, see what people are b____, see which days are highest v____, evaluate the competitor's s__ and w___ (now a opportunity) = spy on them, find out w__ others do and how it w____ 2. Literature Review: restaurant s__ and g____, r__ and i____, today's d___, nutrition today, see what e___, s____ and r___ say about habits and trends

1. competition, patronizes, buying, volume, strengths and weaknesses, what, works 2. start up and growth, restaurants and institutions, dietitian, experts, stats and research

Management Science - Mgmt Theories 1. Introduction of c___ & s___ to management decision making 2. Focused on o___decision making/ s____ ex. decision tree analysis, queuing theory Systems Approach (TQS/TQM) 1. Recognition that e___, c___ based decision making & h____ elements must all be considered 2. Focused on i___ of human organizations 3. TQM/TQS = t____ - Start with the g____ - Work w/ the e___ to build an optimal, holistic, independent view system to meet the guests needs - Management supports e___ rather than directs employee work (theory y approach)

1. computers, systems 2. optimizing, systematizing 1. efficiency, computer, human 2. interdependency 3. Total quality mgmt, total quality service - guests - employees - employees

Percentage Method 1. Use this for recipes you c___ often 2. Add up w___ of all recipe ingredients 3. Determine each ingredient's p____ of the total recipe weight 4. Record ___ of total weight next to each ingredient and total weight at bottom of recipe (part / whole x 100 = %) 5. Determine f__ as in factor method 6. Multiply f___ by total recipe w____ to determine converted recipe weight 7. Multiply each ingredient's ___ by the converted recipe w__ to determine the converted weight for each i___ 8. Use if convert many different y___ often

1. convert 2. weight 3. percentage 4. percentage 5. factor 6. factor, weight 7. percentage, weight, ingredient 8. yields

Scheduled Maintenance 1. This is a c__ menu of cleaning tasks; not done daily 2. Could involve d___ cleaning of daily cleaning items ex everyday sweep, once a wk. under counters 3. Could involve p___ needs ex. filter changes, vents, ceiling tiles 4. Need a s__ even more than for daily duties 5. Need t___ people, t___ to do the job & some way of keeping t___ that the jobs are being done 6. Use a m__ cleaning list that shows: all j___, job p___, a c__schedule

1. cyclical 2. detail 3. periodic 4. schedule 5. trained, tools, track 6. master, jobs, procedures, completion

The receiving process 1. Prepare for d____ 2. Bring in all products before c____ 3. Blind Method: list of all products r____ but not how m_____; helps in r___ bc staff must r___ what's received; takes l____ 4. Invoice Method: list e___ you purchased and c___ it off -quantity checks: c___ and w___ - quality checks: includes t___, v__ inspection and s____ 5. Date: all received products to assist F____ , c__ slips and i__ processing

1. delivery 2. checking 3. received, much, receiving, record, longer 4. everything, check - count and weight - temps, visual, specs 5. FIFO (first in first out), credit, invoice

Variable Expenses 1. Expenses that vary d__ with sales ex. Food cost Fixed Expenses 1. Expenses that are i___ of sales; great fluctuation with g__ count ex. electricity, rent, permits etc. (operating expenses) 2. They exist just to o__ the door even if you serve 0 guests Mixed Expenses 1. Expenses that have both v___ & f___ 2. Some c__ is need to open but more is added as you serve guests ex. Labor cost is mixed - bc it changes with sales but you also need a certain number of workers at all times

1. directly 1. independent 2. open 1. variable & fixed 2. cost

Storage Policies - Dry Storage 1. Must be d___ (floor and air) and c____ 2. Temp range: __-__ degrees F 3. Percent humidity: __% or less 4. F____: i__ rotation practice, o__ stuff in front, n__ stuff in back 5. ___" rule: dry storage above ground to stop/prevent l____/s____ and promote good a____, __" from wall, ___" from ceiling = no pockets of humidity, makes sure products are fresh and not going bad 6. Everything in its place: always l__ everything 7. H__ items on bottom shelves 8. Use l____ or s___ if need to reach high places

1. dry, clean 2. 65-75 3. 50% 4. FIFO, first in first out, inventory, old, new 5. 6", leakage/spills, air flow, 2", 18" 6. label 7. heavy 8. ladders or step stools

Machine Vending 1. Always on d___ 2. Simplistic p__ product w/ e__ shelf lives 3. New m___; m__ are increasing food options 4. Best when guests & meal times d____ - save l__ & increases a____, good as a supplement for __ service Buffet/Cafeteria 1. Food prepared in b__ & served in one l____ 2. Popular bc there's a big s___ w/ low p___, increased v__/c___ 3. Straightline = o__ style 4. Scramble system = d___ items at d___ tables & you can choose where you want to go 5. Best when guests are c___, m__ extended, s__ is sought, low l___ requirements = easy to keep going, very good for b__ but increasing use in other commercial settings too

1. duty 2. pre-prepared, extended 3. machines, microwaves 4. disperse, labor, availability, 24 hour 1. bulk, location 2. selection, price, variety/choices 4. old 5. diff, diff. 6. close, meals, selection, labor, banquets

Sales Calculations 1. Food cost %: shows how e__ you are in the use of your food 2. Average check: shows how e___ you are at selling to the guest - higher means you're better 3. Guest count: shows how p___ your operation is with guests 4. Average check: is the result of guest p__ decisions *all % are % of s____

1. efficient 2. effective 3. popular 4. purchase * sales

Evaluation: 1. Always need to e___ the effectiveness of programs 2. C___: shifts, area, pre-open, closing 3. M___ to gain input & reinforce standards 4. S__ shopper & c___ cards 5. Q___ and & health i___ (audits) 6. Cleanliness has to be front of m___

1. evaluate 2. checklists 3. meetings 4. secret, comment 5. quality assurance, inspector 6. mind

Recipe Development -Why do we develop recipes? 1. Consistent f____, a___, p___, n___, c____ (food & labor) -How do we develop recipes 2. T___ kitchens, r__ books, guest s____, c___ Will any of these recipes be ready for us in operation? 3. no, have to s___ it w/ portions, equipment, ingredients etc. Standardizing Recipes- 2 parts 1. Standard y___/ s___: right for your v___ 2. Standard f___: so they're c__ & easy to u___

1. flavor, appearance, portions, nutrition, cost 2. test, recipe, suggestions, competitors 3. standardize 1. yield/size, volume 2. format, consistent, use

Budgets and financial Planning 1. Financial planning defines the g___ 2. Budgets help you track your p___ 3. Budgets include: sales p____, f___ cost (profit from operations), l___ cost (fringe benefits - insurance, dental, eye), o__ expenses, n__ profit Budget Figures 1. Sales: Made of g___ count, c__ average, sales d____ 2. Food Cost $ & %: - $: B___ inventory + r____ - e___ inventory = food cost - %: food cost __ / s___ 3. Operating Expenses $ & %: electric, water, gas, maintenance, repairs, marketing, phone, licenses (determined from bills) 4. Avg. Check: a reflection of m____ (=what people are buying) 5. Labor cost $ & %: - %: labor ___ / s___ - $: a__ wage x h__ worked 6. Average wage is a reflection of the total w___ / total h___ worked 7. Hours to schedule: labor cost ____ multiplied by projected s___ = labor ___, labor $ divided by avg. w___ = hours to schedule

1. goals 2. progress 3. projections, food, labor, operating, net 1. guest, check, dollars 2. - beginning, received, ending - $, sales 4. menu mix 5.- $, sales - average, hours 6. wages / hours 7. %, sales, wage

Maslow -Motivational Theories 1. Need h___ theory 2. Humans have needs: - p___ - s___ - shelter - s____ - sense of belonging - s____ - recognition for efforts & accomplishments - s___ - reaching full potentional 3. Humans try to s___ these needs in o___

1. hierarchy 2. - physiological - safety - social - self esteem - self actualization 3. satisfy, order

The Greenhouse System 1. Redesigns institutions into a series of small h___ or shabazim units 2. C___ are trained in foodservice & retitled 3. Shabazim = ancient persian for royal falcon: provide all r___ care - n__ duties - foodservice duties including p___ & p___, menu p__ & o___ - Work w/ a c___ storeroom or commissary 4. More h__ 5. Requires c__, m___, s___ CNA's (often under nursing supervision rather than FS)

1. houses 2. CNA's 3. resident - nursing - prep, production, planning, ordering - centralized 4. humanizing 5. capable, motivated, self-directed

Leadership Power - French & Raven What types of power can people have 1. Power to h___ (coercive) - force 2. Power to r___ - bribe 3. Power as a g____/ a___ - connection 4. Power from p___ (legitimate) - using position to make ppl do things 5. Power from k____ (expert) - decide, themselves to follow the info. 6. Power from b___, t___, v___ - ppl believe in you & decide in their own volition to follow you & listen

1. hurt 2. reward 3. gatekeepr/access 4. position 5. knowledge 6. belief, trust, vision

Herzberg - Motivational Theories 1. Motivation - h___ theory - e__ forces & their impact on m___ 2. Job factors are divided into 2 categories: - factors that s___/h___: working conditions, policies, pay -- get you to s___ to work but not m____ - factors that m____: interesting work, chance for advancement --r____, r___

1. hygiene 2. - satisfy/hygiene --show up,, motivate -motivate --recognition, responsibility

Parts of an effective food safety program 1. Personal h_____: single most important prerequisite program for effective food safety 2. Proper a___ - type, repair, cleanliness 3. H____ washing: 100 degrees or as hot as you can stand, 10-15s scrub, 20s total time, not antibacterial soap but has to be a liquid, single use towel 4. H___, f___, s____, g___ and other habits; avoid touching, saliva 5. S____ and c___ procedures 6. Equipment m____ 7. Food handling procedures - t____ :calibration - t___ k___ c___ boards: color coordinate - w___ and s____ - c____ wands

1. hygiene 2. Attire 3. Hand 4. Hair, face, smoking, gum, 5. Sanitation and cleaning 6. maintenance 7. -thermometers - tongs, knives, cutting - wash and sanitize - cool

Signature Brands 1. In____ created brands 2. I__ FS develops these often ex. sodexo brands in mills 3. L__ ppl get to know about them 4. They recognize the i___ brand & t__ them 5. The i___ brand can gain perceived v___ as well ex. chi-chi's tortilla chips & salsa, white castle hamburgers

1. in-house 2. institutional 3. local 4. in-house, trust 5. in-house, value

Performance Improvement Program 1. Select the j__ to be improved (any) 2. Break the j__ down into its: - t__ & r____ - W__ sampling 3. C___ every detail of the job - does the task/responsibility need to be done, need to be done in this job 4. Develop a better m___ (ex. motion economy) - remove extra movements & steps 5. Implement the better m____ 6. E___ whether the new job is effective & efficient 7. Do it again with a____ 8 Do it again a___

1. job 2. job - tasks, responsibilities - work 3. challenge 4. method 5. method 6. evaluate 7. another job 8. all together

Forecasting 1. Why do we forecast? L___ needs, have proper q___ & q___ 2. Forecasting is a means of communicating to p____ & u___ 3. What data do we need?: past y___ events, past s___, past g__ counts, the f___ Forecasting Methods - Moving Average 1. Use past w___ to predict the future 2. Typically use a ___ week moving average - __ or more & the avg changes slowly, __ or less to volatile 3. A__ up a series of numbers & d__ by the number of numbers in the series ex. (25+27+24+30)/4 = 106/4=26.5 4. What makes it moving?: the o__ data is replaced by the n___ data

1. labor, quality & quantity 2. purchasing, usages 3. year, sales, guest, future 1. week 2. 4, 6, 3, 3. add, divide 4. oldest, newest

Leadership Theories - Bennis & Nanus 1. Managers can grow into l____ 2. 4 essential traits: - must be able to e__ people & draw them into the v__/m____ - must be able to c___ effectively - must be t___, have total i___ - must have a high r___ for others - you cant respect others unless you respect yourself

1. leaders 2. - engage, vision, mission - communicate - trustworthy, integrity - regard

How to be Environmentally Responsible - how to reduce 1. Water: l__ faucets & drain p____, buy l__ water use equipment, use equipment at full c____, r___ water (gray water) for lawns etc, electric eye, foot pedal faucets 2. Save Electric: e__ efficient equipment, fluorescents, turn it off/electric eyes/a___ lights & faucets, heat p____ (geo-thermal heat pumps or reuse waste heat w/ heat pumps), s___ energy, change energy source from electric to g____, d____ 3. Gas: c___, i____, e____, turn it off, fire on demand v___, natural r___, r__ heat barriers (sheet of metal that has reflectant properties) 4. Paper: switch to c___, use the right paper for the job, don't use single large rolls of TP, buy post-___ paper, l__ up supplies, fallen leaf product, use p___ to reduce waste volume 5. Other supplies: don't buy i___ packed product, r___ cans, glass, plastic & cardboard, use c___, p____, c___ to reduce volume, e___ involvement (energy conservation committee) 6. Routine m___ of all equipment (huge energy saver)1. leaky, plugs, low, capacity, reuse

1. leaky, plugs, low, capacity, reuse 2. energy, automatic, pumps, solar, gas, daylight 3. calibrate, insulate, enclose, valves, roofing, radient 4. cloth, postconsumer, lock, pulpers 5. individually, recylce, crushers, pulpers, compactors, employee 6. maintenance

Budgets 1. M___ Budget: sum of all operating budgets, overall organizational financial plan, used by executives & investors 2. O__ Budget: department or unit financial plan (day to day operations), adds up to master budget 3. C__ Budget: long-term plan for large investments 4. F___ Budget: a set amount in each budget line, doesn't change, good structure but no flexibility 5. F__ Budget: provides an expenditure range associated with sales volume levels, can be a %, project high sales, med. sales & low sales budgets - more realistic 6. Z___ Budget: start from 0 each year & have to justify each budget line 7. C___ Budget: tracks cash flow to make sure there is money present when needed to pay bills - tracks $ coming in & out

1. master 2. operating 3. capital 4. fixed 5. flexible 6. zero based 7. cash

1. M_____ levels: the amount that must be on hand so you do not run out by the next time you can receive a delivery 2. M____ levels: the largest amount you should ever have on hand 3. Price Break points: Product price d___ based on certain amounts p____ ex. 1-10 cases = $14.95 each ex. 11-20 = $13.95 each 4. Have the storage space but don't take advantage because: food will go b___/s____, people use m____, d___, w___, s____ Build-to's/pars 1. Par is the standard amount of p____ on hand needed to get you to the next d____ 2. To develop par you must know d__ item usage, d__ and o___ dates

1. minimal 2. maximum 3. decreases, purchased 4. bad/spoilage, more, damages, wasted, stolen Build-to's/pars 1. product, delivery 2. daily, delivery and order

Scientific Management - Friedrich Taylor - Mgmt Theories 1. Focused on m__ economy to rationalize w___ processes 2. Idea is to minimize m___ & e____; less t___ & e____ 3. Workers working f__, more e____, therefore they can take on new r_____ 4. Managers give workers more of the s___ work thereby increasing p____ but not worker s____ ex. assembly line, principle of text messaging

1. motion, work 2. motion, energy, time, energy 3. faster, efficient, responsibilities 4. same, productivity, satisfaction

QWL (quality of work life) 1. Improve qwl, improve m___ - Redesign jobs to improve employee s____ 2. Improve motivation = improve p____ - simplify work by making work e___, less t____ & reduce w___ - Look to motion e___ to save e__ & t____ 3. Improve productivity = improve p___ & s____ 4. Improve product & service = improve s__ & p___ *services for non-profit: more services for target market, more tech, training & equipment for your operation

1. motivation - satisfaction 2. productivity - easier, time consuming, waste - economy, effort, time 3. product, service 4. sales, profits

Inventory Methods 1. No inventory program: tracks n___, manager just checks to see what needs to be o___, compare p__ to s___ 2. Perpetual inventory: tracks food u____, t__ sheets for all items, add to tally when r____ subtract from tally when i____ 3. Physical inventory: tracks food c____, periodically h__ count items in stock, determine total a__ of each item, multiply amount times c____ to calculate a dollar value of inventory, use this amount for P and L 4. Food cost equation: B____ money + r___ money - e___ money = food cost money

1. nothing, ordered, prices to sales 2. usage, tally, receive, issue 3. cost, hand, amount, cost 4. beginning + received - ending

American Service 1. Server takes o___, food p__ in kitchen 2. I__ moderate level service 3. Pretty q___ 4. Best when c__ to f___ dining - can vary w/ t___, a____ & by l__ of operation ex. lamberts cafe roll throwing, dicks last resort insults guests Family Style Service (English Service) 1. Server takes o__, food place in b___/p___/ BOH then placed on table for s___ service 2. Best when l___ scale dining or to create a "h___" atmosphere

1. order, plated 2. individual 3. quick 4. casual, fine, theme, ambiance, level 1. order, bowls/plated, self 2. lower, homey

Work Improvement Process 1. Productivity: level of o___ for a given degree of i___ 2. I___: labor, food, equipment & facilities, knowledge & skills, ourselves 3. O____: food, info, plans, service, enhancement of lives & lifestyles 4. Define appropriate levels for productivity by using b____ which is setting standards based on what has been accomplished before 5. Methods to improve productivity: get the most e__ technology, streamline the f___ & have p___ equipment, streamline the work p____ (scientific mgmt), remember people represent the largest p___ for productivity 6. Employee e____: training your staff to make decisions within their job description

1. output, input 2. inputs 3. outputs 4. benchmarking 5. facility, proper, processes, potential 6. empowerment

Human Relations - Mgmt Theories 1. Focused on p____ & being h____; f___, m____ s___ aspects of the job - playing nice w/ employees; human focused 2. Derived from Hawthorne Experiment (Mayo): increase in u___ probably also m___ change 3. Believes that employee m__ has an impact on the operations' r___

1. people, happy, feelings, morale, social 2. unionization, motivated 3. motivation, results

Leadership Theories - Drucker 1. Leaderships is p___ (doing not being) 2. 3 requirements: - Leaders must establish the v___/m___: must be through through & communicated - use written communication if quoting policies or procedures - Leadership is the r___ not the rewards: you shoulder the defeats but share the wins, thus make sure to surround yourself w/ the best - T___ their actions, words & thoughts must be c___ & c____ w/ the organization

1. performance 2. - vision mission - responsibility - trust, consistent, congruent

Purchasing Methods cont. 1. Cost P___: contract handling cost NOT cost of product, usually used for produce - fruits 2. C___ Purchasing: large orgs./chains use this to build purchasing power and lower prices, several units/departments of the same corp. send in orders to a central purchasing office 3. C____ purchasing: multiple/separate orgs. to come together to purchase together "common purchase", lower prices 4. J____ purchasing: inventory is money tied up in food, minimize the money tied up by decreasing the time inventory is in your hand, don't get too just in time or it will hold up sales *Blanket purchase agreement (not a purchasing method): often used with o__/i___ market and p__ vendor purchasing, setting up a c__ account

1. plus 2. centralized 3. cooperative 4. just in time * open/informal, prime, credit

Planning - mgmt functions 1. How we get from p___ to p____ 2. Strategic planning: w___ & w___ point B is (3-15 yrs), starts with v____ then m__ then s___ plans 3. Intermediate plans: point B over the next c____ (1-3 yrs), p___ & p___ 4. Operating plans: how to get through the next m___ to y___ to help achieve the i___ plans - budgets, schedules 5. Game plans: how to get through the next s____, d__, w____ to achieve the o___ plans 6. Single plans: used for o___ occasions ex. theme, menus, spontaneous 7. Planning begins with you m___ s___ (goals, vision) 8. Standing plans: r__ constantly in their f___ ex. schedules, uniform

1. point a, point b 2. what, where, vision, mission, strategic 3. couple years, policies, procedures 4. month, year, intermediate 5. shift, day, week, operating 6. one time 7. mission statement 8. reused, format

Operant Conditioning - pavlov & skinner 1. P___ & n___ reinforcement 2. People act to gain r___ & avoid p___ 3. Past o___ impact f___ behavior * this is motivation but certainly not high order

1. positive, negative 2. rewards, punishment 3. outcomes, future

Storage Policies- Cooler/freezer storage 1. Cross contamination/ Food Placement: (Bottom to top of fridge) P____ (chicken) --> G__ meats --> B__/P___ --> F____/ S____ --> F___/V___ --> Ready to e___/ p___ foods 2. Separate c___ storage if possible 3. C___, l___, d___ all prepared/leftover foods 4. Avoid o_____ 5. 2 Thermometers: F__ h____ - hottest and b___ l___ - coldest

1. poultry --> ground --> beef/pork --> fish/seafood --> fruits/veggies --> eat/prepared 2. cold 3. cover, label, date 4. overloading 5. front high, back low

Leadership Theories - Koontz & O'Donnell 1. Leadership is a special kind of p___ involving relationships with people 2. Leaders must fuse o___ & p___ needs/goals 3. Thus actions to a___ one help achieve the other Theory X 1. C____ mgmt - top down 2. i___ probs 3. P___ approach 4. People are l___ & not t___ Theory Y 1. O___ approach 2. People are generally g___, n___

1. power 2. organizational, personal 1. classical 2. implementation 3. pessimistic 4. lazy, trustworthy 1. optimistic 2. good, natural

Production Scheduling - have the right amount of food ready for final production when it's ready 1. Right amount = amount to p__ based on reference 2. When needed = prepare as close to s___ as possible to avoid f___ 3. 1st= cooler s____ - what to use or throw out 4. 2nd= p__ for 1st meal 5. 3rd= p__ for next meal 6. 4th= p__ for next day 7. Why in that order?: most i__ goes first, saves m__, less s___ 8. Have p___/p___ production meetings for education, needs of day - topics: reflections, accomplishments, work details, joke of the day, birthdays

1. prepare 2. service, fattom 3. stripper 4. prepare 5. preprep 6. preprep 7. important, money, stress 8. preshift/postshift

Where to purchase? - markets 1. P____ Market: nothing but major companies can access it, large purchases, low processing, cheapest prices 2. S____ Market: smaller purchases but still not small, processed products available, broadline vs. specialty distributor, increased prices over primary market - commercial businesses buy from 3. T____/Retail Market and Shopper's Clubs: Foodservice ops don't really use

1. primary 2. secondary 3. tertiary

4 P's of Marketing 1. P___: unique combination of goods & services that satisfies a want or need 2. p___: includes distribution & how products are sold 3. P__: the amount of money charged for a product or the sum of the values customers exchange for the benefit of the product 4. P___: involves all communication with the customer

1. product 2. place 3. price 4. promotion

Promotions - marketing activity 1. Actions that influence p___ decisions 2. Other than a___ or p___ 3. Share of m__ or share of m____: a___ & v____ 4. Designed to increase your s____ or p____ 5. Designed so that consumers think of your p____ 6. Suggestive s___, up-s____, highlighting a m__ item, t___ days/meals ex. hotel hanoi: book 3 consecutive nights & get complimentary airport pickup or free 1 hr massage Merchandising (sales promos) - marketing activity 1. In retail this involves s__, a__, d___ & p___; eye-appeal 2. In FS this involves efforts to physically e___ a product's attractiveness 3. W___, u__ drinks, g___ on plates, colorful food d___, server t___ presentation

1. purchase 2. advertising & publicity 3. market, mind, awareness, visibility 4. sales, participation 5. products 6. selling, selling, menu, theme 1. sales, aids, displays, packaging 2. enhance 3. whipped cream, umbrella, garnishes, displays, tray

What is the impact of brands on purchase behavior? 1. They increase p__ behavior Why is there an impact? 2. People like their e__ met, they trust brands to meet them Branding: What's the fuss? 1. Brands are r___ ex. coca-cola, heinz, tobasco etc. 2. Brands have quality c___ that are known & t___ - you know what it's going to taste like & it always tastes the same 3. Brands achieve a perceived v__ greater than non brand items

1. purchase 2. expectations 1. recognized 2. characteristics, trusted 3. value

Menu 1. Impacts just about everything we do in a foodservice op: p____, r____ and s___, p__ and f___ prep, s____, c___, m____ etc. 2. Who should be satisfied by the menu: g____ 3. T____ m__: a group of people with similar needs/ wants 4. D___: age, income, family, status, education 5. S____: interest in sustainable food, Mediterranean diet etc. 6. G___: northeast eats differently than southwest 7. N__ factors: lost of dietary restricts and nutritional support 8. Define these to identify people's h__ and t____

1. purchasing, receiving, storage, pre and final, service, clean-up, marketing 2. guests 3. target market 4. demographics 5. sociocultural 6. geographics 7. nutrition 8. habits and trends

Market Research 1. Surveys: Able to collect info from lots of people q____ and e___; limited q___ that are usually m__ choice and c__ ended 2. Focus Groups: Questions developed based on s__ info, more f___ questions and responses but need an a___ so don't forget anything, usually 10-20 people, n___ communication is important, choose members of your t___ market, need to r__ participants, d__ but not as much breadth as surveys 3. Delphi: (analysis) info. to look a____, choose a couple industry, area or market e____, interview s___ to keep the source pure/clarity, questions usually related to f__ developments and major trends, may not help with p___ info, helps you see major trends and prepare for future o___ and o____

1. quickly, easily, multiple, close 2. survey, free-form, agenda, nonverbal, target, reward, depth 3. ahead, experts, separately, future, present (here and now), opportunities and obstacles

Classical Management - Mgmt Theories 1. R____, i____ t___ mgmt 2. Focused on the b___ line 3. Highly d____ 4. Managers figure that employees are l___, have to be f___ to work, and are i____ (Theory x approach)

1. rational, impersonal, top down 2. bottom 3. directive 4. lazy, forced, interchangeable

Staffing - mgmt functions 1. Matching r____ of tasks to be performed with p__ who have the necessary skills 2. Accomplished through effective h____, p___, p____, t____, job d___, t__, s___, d____, p___ evaluation & d___ 3. Integrated staffing: orderly plan for moving people i___, t____ & eventually o___ the organization 4. HOTT: H____ the right person, O___ them properly, T___ them properly, T___ them properly by providing a work environment that will nurture their s____

1. requirements, people 2. hiring, placement, promotion, transfer, design, training, supervision, decision making, performance, discipline 3. into, through, out of 4. hiring, orienting, training, treating, success

Characteristics of Leaders 1. Sense of r____ 2. T___ & p____ competence 3. E___ (passion for what you do) 4. C____ 5. High e__ standards 6. F___ 7. V___ - look ahead

1. responsibility 2. technical, professional 3. enthusiasm 4. communication 5. high ethical 6. flexibility 7. vision

Disciplinary Action- Hot stove Rule 1. Everyone knows the r___ & c___ 2. Discipline is i____, c____, and f___ & e__ applied *Burns heal

1. rules, consequences 2. immediate, consistent, fairly, evenly

Counter 1. Server works on one s___ & d__ sit on other 2. F__, c___, good for s___/groups that want c__ interaction * Empowers guest to engage in food s___ to your own p___ (talk to ppl next to you or not) Drive thru/pickup/drive in 1. Usually f___ food but can be applied to other ops 2. Adds s___, increases c____ 3. L____ - no cleaning etc. Room Service 1. Used in h___, h____ 2. Use a s__ menu, call in to d__ office or o___ 3. Order entered into c___ - checks diet 4. Order sent to k___, made then sent to room 5. E___

1. side, diners 2. fast, cheap, singles, continuous *service, preference 1. fast 2. seating, convenience 3. limitless 1. hotels, hospitals 2. set, diet, order 3. kitchen 4.empowers

Technician preventative maintenance 1. Involves preventative maintenance that requires s__ skill or knowledge ex. replacing hoses, changing filters, calibrating oiling, One technician doesn't do all of this 2. Need to have a c___ list & s__ for technicians 3. Expense tracking: make a b___ w/ a section for each month - list the preventative maintenance duties for all m___ that should be done during the month - the equipment m___ provide preventative maintenance s___ - have an equipment l____ that records maintenance c___ on each machine - helps track r__ cost by machine

1. specialized 2. call & schedule 3. binder - machines - manual schedules - log, completed - repair

French Service "like hibachi" 1. T__ side prep w/ chef de Rang & Commis de Rang 2. Very s___, p____, s___ & e____ 3. Best when people have m____ & you want them & h___ cuisine, very h__ dining Russian Service 1. Kitchen p___, food on p___ 2. S__ parade through FOH 3. Food portioned from p__ to d___ 4. Need to be careful of p___ 5. Best when set m___, set d__ time, f__ banquet but e___

1. table 2. showy, personal, slow, expensive 3. money, haute, high end 1. plates, platters 2. servers 3. platters, diners 4. portions 5. menus, dining, fancier, expensive

Marketing Concepts 1. T____: a group of ppl w/ similar wants & needs 2. Marketing s___: dividing the total market into smaller groups of people w/ similar needs 3. D____: the use of statistical data to segment markets - a___, e____, i____, e___ 4. G___: the use of location & its impact on purchasing behavior to segment markets 5. S____/P___/B__: the use of lifestyle choices & behaviors to segment the market 6. B___: the use of nationally or locally known products to increase sales - M___ (retail item)= buying & using elsewhere, creating your own, what starts out in an op. - heinz ketchup, starbucks, golden cuervo, plantars peanuts - R__ - fridays, wafflehouse, cracker barrel, - S____ - dino bbq & brooks bbq

1. target market 2. segmentation 3. demographics - age, ethnicity, income, education 4. geographics 5. sociocultural/psychographic/behaviorist 6. branding -manufacturer -restaurant -signature

Management Skills - mgmt functions 1. T___ 2. C___ 3. H___ - greatest skill Coordinating - mgmt functions 1. I__ the various parts of work so they flow 2. A d___ environment - achieving s___ smoothly in motion - d__ equilibrium: constantly c___ to varying conditions 3. Guest s____ - achieving c___ outcomes

1. technical 2. conceptual 3. human 1. interrelating 2. dynamic - stability - dynamic, changing 3. satisfaction - consistant

Preventative Maintenance - In-house preventative duties 1. Duties that don't require much t__ skill 2. They can be completed by your s___ ex. Fix soda machines, clean filters, change light bulbs, fix booth seats, touch up painting Pest control 1. An effective 1,2,3 will reduce the d___ & c___ that could attract, feed & house pests 2. Need a s___, pco (p_____) monthly; don't do it yourself w/ store bought pesticides

1. technical 2. staff 1. dirt, clutter 2. scheduled, pest control operator

Cleaning Principles- 7 Factors that impact the cleaning process 1. Water t___: hard or soft - soft: always u____, - hard: minerals are still a___, d___ aren't as effective 2. Water t___: h__ the better - reduces a___ and food r____ 3. S___: s__ is easier to clean 4. Cleaning c____ - A___ vs. n___ - S___ (d___) - A__ cleansers 5. Type of s___: b___ on, g___ in, d___ in etc. 6. T___: give water and cleanser time to work 7. S___ action: give it time then scrub it off

1. type - use - active, detergent 2. temp: hotter - adhesion, residue 3. surface: smooth 4. compound - abrasive vs. nonabrasive - solvents (degreasers) - acid 5. soil: baked, ground, dried 6. Time 7. Scrubbing

Critical Factors in Receiving 1. Facilities-Receiving Area: easy access for truck u___, easy access to s___ areas, large enough for o____ size, c__, well l___, s____ 2. Equipment for receiving: fork l___, hand t____, c___, w___ belts, s____, t____, box c____, s____ 3. Hours of receiving: when you're s____ (early morning), f___ and t____ (depends on product and usage) 4. Security: No extra flow i__ or o___, p___, outside c___ and l____ 5. Personnel: trained to assess s___, w____, s___, q____, trained to t__ foods properly, trained to handle i__ and c__ slips, s__ properly ahead of d___ to set up s__ and r__ areas *Trust with vigilance

1. unloading, storage, order, clean, lit, safe 2. lifts, trucks, carts, weight, scale, thermometers, cutters, specs 3. slow, frequency and timing 4. in or out, peephole, camera and lighting 5. safety, wholesomeness, specifications, quantity, transfer, invoices and credit, schedule, delivery, storage and receiving

Work Simplification 1. To remove u___ movements 2. Motion economy: (scientific mgmt) o__ job & r___ extra steps (reduce w___, t___ & m____) ex. make sure employees are able to work w/ both hands & have tools right next to them

1. unnecessary 2. observe, remove, waste, time, money

Common factors in outbreaks (foodborne illness) 1. purchasing from u__ sources 2. Failure to properly h__ foods (hot or cold) 3. Failure to properly c__ foods (refrigeration/freezing) 4. C___ of equipment 5. Poor personal h____ - Cross-contaminates: v___ and b____ 6. S___ was the biggest one in 2013-2014 with 2000 cases and 30 deaths but c____ is making a move (+13%)

1. unsafe 2. hold 3. cook 4. cross contamination 5. hygiene - viruses and bacteria 6. salmonella, campylobacter

On-premise delivery 1. Performs as a mobile v__ service 2. Provides a higher service than v__ w/o much more l____ 3. For employees that don't have a__ to other foodservice ops Off-Premise Delivery 1. P__/s___/c___ delivery, take-out t____, meals on w____, b__ food delivery

1. vending 2. vending, labor 3. access 1. pizza/sub/chinese, taxi, wheels, bulk

Clean vs. Sanitized 1. Clean: Free of v____ soil or dirt 2. Sanitized: Free of h__ levels or bacteria 3. What do we clean? E____ 4.What do we sanitize? F____ surfaces, c____, t__, e___ w____ surfaces etc. 5. Why do we do all this work? S___ concerns, p___ control, food s____, g___, employee m____

1. visible 2. harmful 3. everything 4. food contact, china, tableware, equipment, work 5. safety, pest, safety, guests, morale

Neighborhood Dining System 1. The #1 problem in nursing homes is w___ 2. People e__ more in comfortable, familiar surroundings 3. O__ is setup this way 4. Each wing is a d___ area 5. Residents from a wing e__ in that wing w/ their n___ 6. This is a version of d___ service * Even more humanizing

1. weight loss 2. eat more 3. otsego manor 4. dining 5. eat, neighbors 6. decentralized

Food Production Systems 2. Ready- Prepared/Cook chill or cook/freeze - Food prepared then c___ or f___ and stored for later use - Food "ready prepared well in a____" - Advantages: decreased employee t____, recruitment is e__ with n___ hours and work week, reduction in l__ costs, improved q__ and q___ control by decreasing job stress - Disadvantages: large c__ storage and f___ units

2. - chilled or frozen - advance - turnover, enhanced, normal, labor, quality and quantity - cold, freezer

Food Production Systems 3. Commissary (central production kitchen) - food prepared may be stored f____, c___ or h__ held - Food served bulk h___, bulk c___/f____ - Advantages: cost s____ due to large-volume p____, q___ control = more effective with one space unit to supervise - Disadvantages: must be l___ and t___ at specific temp for safety, poor w___ conditions, truck b___

3. - frozen, chilled, hot - hot, cold/frozen - savings, purchasing, quality, - loaded and transported, weather, break downs

Food Production Systems 4. Assembly/Serve - Food fully p____ - Advantages: built in l__ savings, procurement costs are l___ bc of better p__ control, less w____, reductions in p__ time - Disadvantages: product q___, high cost of p____, m___ and r___

4. - prepared - labor, lower, portion, waste, purchasing - quality, purchase, maintenance, repair

Menu Copy 1. G___ ex. Iowa pork chops, southwestern chicken salad 2. N____ ex. Nana's chicken soup 3. S___ ex. tender pork chops 4. M____ ex. hand carved, roasted, sauteed etc. *Good menu design increases sales up to __%

Menu copy 1. geographic 2. nostalgic 3. sensory 4. method *20%

Sustainable Purchasing 1. Farmer's Market: can't s____ enough, r__ use (local sourcing sometimes) 2. ___ mile sourcing: works better in some locales than others, "local" label on goods, fresher 3. ___ mile sourcing: grown your own 4. F____: not quite ready for prime time in most locales, be wary of food safety *Approved suppliers

Sustainable purchasing 1. supply, rarely 2. 100 3. 0 4. foraging